Returns and Exchange

Changing your mind

Should a piece not be right for you, you have fourteen days from receiving it to come back to us.

In most cases the answer is another piece. You are welcome to exchange for anything we make: something from the collection, something made to your specifications, or a piece designed with you from the beginning. Where the new piece costs more, you settle the difference. Where it costs less, we return it to you.

If you would rather simply have your money back, that is yours as well, and we will not make it difficult.

We ask only that the piece comes back unworn, in its box, with its certificate.

Pieces made for you

A bespoke piece, or a piece made to your specifications, is not returned or exchanged for a change of mind. It exists because you asked for it, and it belongs to no one else.

That is the only thing this changes. Everything below applies to your piece exactly as it applies to any other.

When something is not right

If a piece is not as we described it, if the wrong one reaches you, if it is damaged on its journey, or if it does not arrive by the date we agreed, it is ours to put right. There is no window on that and there are no conditions attached to it. Simply tell us, and we will take care of it.

How we look at a returned piece

Every piece is photographed in the workshop before it leaves us, and those photographs travel with your order. They are there so that you are never asked to take our word for anything.

When a piece returns, we look at the seats that hold the stones, the girdle edges, the inside of the shank, and the surface polish. We compare what we find against the photographs, and we show you what we see.

We look with the eye, in ordinary light. Fine marks that appear only under magnification are the natural life of gold, and we do not count them.

Sending it back

If you are in Riyadh, we will come to you. Tell us a time and someone from the atelier will collect it.

Anywhere else, we send you a label. Insured, tracked, and paid for. You need only hand the parcel over. Where you have changed your mind, the carriage appears on your credit note; where something was wrong, it is ours.

From the moment the piece leaves your hands, it is our responsibility.

If you take the refund

We look at the piece within seven days of it reaching us, and your refund is released within fourteen days of that. It returns the way you paid. Where that is not possible we transfer it to your account, and we will always tell you before we do.

Banks take their own time to show it, so we send you the confirmation as soon as the money leaves us and you can follow it from there.

You will hear from us twice. Once when we have looked at the piece, and once when your refund is on its way.

If you exchange

The value of your piece carries across in full. Where you move to something made for you, we begin the moment the returned piece reaches us.

If the piece you move to needs sizing or engraving, it becomes a piece made for you, and the fourteen days no longer apply. We will always say so before you decide.

Sizing

A piece that has been sized or engraved has been made for you, and is not returned for a change of mind.

If you are at all unsure of your size, ask us for a ring sizer before you order. We send them to anyone, with our compliments, and there is no need to have bought anything.

If we cannot agree

Speak to us first. We would far rather settle something ourselves than have you take it elsewhere.

If we cannot, clients in the Kingdom are able to raise the matter with the Ministry of Commerce on 1900 or through the Balagh application.